Enviar pesquisa
Carregar
Services Marketing Chapter 3 Plugging Into the Information Age
•
Transferir como PPT, PDF
•
3 gostaram
•
1,477 visualizações
Dr. John V. Padua
Seguir
Services Marketing Chapter 3 Plugging Into the Information Age
Leia menos
Leia mais
Negócios
Denunciar
Compartilhar
Denunciar
Compartilhar
1 de 16
Baixar agora
Recomendados
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Dr. John V. Padua
Services Marketing Chapter 1 Understanding Services Marketing
Services Marketing Chapter 1 Understanding Services Marketing
Dr. John V. Padua
Services Marketing Chapter 4 Planning and Producing the Service Performance
Services Marketing Chapter 4 Planning and Producing the Service Performance
Dr. John V. Padua
Distribution in services
Distribution in services
Prithvi Ghag
Chapter 2 Frameworks for Managing the Customer's Experience
Chapter 2 Frameworks for Managing the Customer's Experience
Dr. John V. Padua
Service Management Introduction
Service Management Introduction
SOMASUNDARAM T
Services marketing 7e chapter1
Services marketing 7e chapter1
Jinan Khanfar
Customer perceptions of service
Customer perceptions of service
deepu2000
Recomendados
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Services Marketing Chapter 2 Frameworks for Managing the Customer's Experience
Dr. John V. Padua
Services Marketing Chapter 1 Understanding Services Marketing
Services Marketing Chapter 1 Understanding Services Marketing
Dr. John V. Padua
Services Marketing Chapter 4 Planning and Producing the Service Performance
Services Marketing Chapter 4 Planning and Producing the Service Performance
Dr. John V. Padua
Distribution in services
Distribution in services
Prithvi Ghag
Chapter 2 Frameworks for Managing the Customer's Experience
Chapter 2 Frameworks for Managing the Customer's Experience
Dr. John V. Padua
Service Management Introduction
Service Management Introduction
SOMASUNDARAM T
Services marketing 7e chapter1
Services marketing 7e chapter1
Jinan Khanfar
Customer perceptions of service
Customer perceptions of service
deepu2000
Services Marketing Chapter 6 Leveraging the People Factor
Services Marketing Chapter 6 Leveraging the People Factor
Dr. John V. Padua
Ch 7 service marketing2819
Ch 7 service marketing2819
Moeung Phanny
Mktg 436 - Chapter 5
Mktg 436 - Chapter 5
MktgRmx
Services marketing
Services marketing
Jags Jagdish
Creating service product-lovelock04
Creating service product-lovelock04
Jamil Ahmed AKASH
Market Segmentation and Targeting
Market Segmentation and Targeting
Prin. L. N. Welingkar Institute of Management Development & Research (WeSchool), Mumbai
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Dr. John V. Padua
Three stage model of service consumpt
Three stage model of service consumpt
Dr. Amitabh Mishra
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Dr. John V. Padua
Marketing mix
Marketing mix
deepu2000
Service life cycle
Service life cycle
Gopinath Guru
Services marketing 1
Services marketing 1
iipmff2
Delivering service through intermiditiors
Delivering service through intermiditiors
VINAYAK JITURI
Plan creat services
Plan creat services
Shashank Prasar
Services Marketing
Services Marketing
Ch Usman Waheed
Chapter 8 Setting Price for a Service Rendered
Chapter 8 Setting Price for a Service Rendered
Dr. John V. Padua
Chapter 4 PowerPoint
Chapter 4 PowerPoint
rogergomes14
Services Marketing
Services Marketing
Muhammad Ali Khan
Chapter 7 Managing the Customer Mix
Chapter 7 Managing the Customer Mix
Dr. John V. Padua
Consumer behavior in service
Consumer behavior in service
Dr. Sneha Sharma
Auke pols welvaart zonder groei
Auke pols welvaart zonder groei
disgi
Hoe winkelt de Belg?
Hoe winkelt de Belg?
Vlerick Business School
Mais conteúdo relacionado
Mais procurados
Services Marketing Chapter 6 Leveraging the People Factor
Services Marketing Chapter 6 Leveraging the People Factor
Dr. John V. Padua
Ch 7 service marketing2819
Ch 7 service marketing2819
Moeung Phanny
Mktg 436 - Chapter 5
Mktg 436 - Chapter 5
MktgRmx
Services marketing
Services marketing
Jags Jagdish
Creating service product-lovelock04
Creating service product-lovelock04
Jamil Ahmed AKASH
Market Segmentation and Targeting
Market Segmentation and Targeting
Prin. L. N. Welingkar Institute of Management Development & Research (WeSchool), Mumbai
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Dr. John V. Padua
Three stage model of service consumpt
Three stage model of service consumpt
Dr. Amitabh Mishra
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Dr. John V. Padua
Marketing mix
Marketing mix
deepu2000
Service life cycle
Service life cycle
Gopinath Guru
Services marketing 1
Services marketing 1
iipmff2
Delivering service through intermiditiors
Delivering service through intermiditiors
VINAYAK JITURI
Plan creat services
Plan creat services
Shashank Prasar
Services Marketing
Services Marketing
Ch Usman Waheed
Chapter 8 Setting Price for a Service Rendered
Chapter 8 Setting Price for a Service Rendered
Dr. John V. Padua
Chapter 4 PowerPoint
Chapter 4 PowerPoint
rogergomes14
Services Marketing
Services Marketing
Muhammad Ali Khan
Chapter 7 Managing the Customer Mix
Chapter 7 Managing the Customer Mix
Dr. John V. Padua
Consumer behavior in service
Consumer behavior in service
Dr. Sneha Sharma
Mais procurados
(20)
Services Marketing Chapter 6 Leveraging the People Factor
Services Marketing Chapter 6 Leveraging the People Factor
Ch 7 service marketing2819
Ch 7 service marketing2819
Mktg 436 - Chapter 5
Mktg 436 - Chapter 5
Services marketing
Services marketing
Creating service product-lovelock04
Creating service product-lovelock04
Market Segmentation and Targeting
Market Segmentation and Targeting
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Services Marketing Chapter 10 Building Customer Loyalty Through Services Quality
Three stage model of service consumpt
Three stage model of service consumpt
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Services Marketing Chapter 9 Promoting an Interactive Service Experience
Marketing mix
Marketing mix
Service life cycle
Service life cycle
Services marketing 1
Services marketing 1
Delivering service through intermiditiors
Delivering service through intermiditiors
Plan creat services
Plan creat services
Services Marketing
Services Marketing
Chapter 8 Setting Price for a Service Rendered
Chapter 8 Setting Price for a Service Rendered
Chapter 4 PowerPoint
Chapter 4 PowerPoint
Services Marketing
Services Marketing
Chapter 7 Managing the Customer Mix
Chapter 7 Managing the Customer Mix
Consumer behavior in service
Consumer behavior in service
Destaque
Auke pols welvaart zonder groei
Auke pols welvaart zonder groei
disgi
Hoe winkelt de Belg?
Hoe winkelt de Belg?
Vlerick Business School
Cdv saquarema
Cdv saquarema
Luis H Souza
Armoedebestreiding in België en de EU (Prof. Ides Nicaise)
Armoedebestreiding in België en de EU (Prof. Ides Nicaise)
Avansa Mid- en Zuidwest
Data Analysis by Jiayi Zeng
Data Analysis by Jiayi Zeng
disgi
ANALYSIS OF A THIN AND THICK WALLED PRESSURE VESSEL FOR DIFFERENT MATERIALS
ANALYSIS OF A THIN AND THICK WALLED PRESSURE VESSEL FOR DIFFERENT MATERIALS
IAEME Publication
Acads writing srhe 2015
Acads writing srhe 2015
Queen's University Belfast
Armoede een waaier aan problemen. hoe pakken we dit aan.
Armoede een waaier aan problemen. hoe pakken we dit aan.
bonnieduijsings
PLACEMAKING | Midterm Group Project
PLACEMAKING | Midterm Group Project
Yuriy Bashtovoy
Production and Quality Tools: The Basic Seven Quality Tools
Production and Quality Tools: The Basic Seven Quality Tools
Dr. John V. Padua
Dr. Kyle Coble - How We Implement Marketing
Dr. Kyle Coble - How We Implement Marketing
John Blue
MYO Armband for Physiotherapy Healthcare: A Case Study Using Gesture Recognit...
MYO Armband for Physiotherapy Healthcare: A Case Study Using Gesture Recognit...
Mithileysh Sathiyanarayanan
Cultural dynamics in assessing global markets
Cultural dynamics in assessing global markets
luispachon
Idealism
Idealism
Mhaye Barile
Principles of Management Controlling
Principles of Management Controlling
Dr. John V. Padua
simple present tense
simple present tense
gracielateacher
Destaque
(16)
Auke pols welvaart zonder groei
Auke pols welvaart zonder groei
Hoe winkelt de Belg?
Hoe winkelt de Belg?
Cdv saquarema
Cdv saquarema
Armoedebestreiding in België en de EU (Prof. Ides Nicaise)
Armoedebestreiding in België en de EU (Prof. Ides Nicaise)
Data Analysis by Jiayi Zeng
Data Analysis by Jiayi Zeng
ANALYSIS OF A THIN AND THICK WALLED PRESSURE VESSEL FOR DIFFERENT MATERIALS
ANALYSIS OF A THIN AND THICK WALLED PRESSURE VESSEL FOR DIFFERENT MATERIALS
Acads writing srhe 2015
Acads writing srhe 2015
Armoede een waaier aan problemen. hoe pakken we dit aan.
Armoede een waaier aan problemen. hoe pakken we dit aan.
PLACEMAKING | Midterm Group Project
PLACEMAKING | Midterm Group Project
Production and Quality Tools: The Basic Seven Quality Tools
Production and Quality Tools: The Basic Seven Quality Tools
Dr. Kyle Coble - How We Implement Marketing
Dr. Kyle Coble - How We Implement Marketing
MYO Armband for Physiotherapy Healthcare: A Case Study Using Gesture Recognit...
MYO Armband for Physiotherapy Healthcare: A Case Study Using Gesture Recognit...
Cultural dynamics in assessing global markets
Cultural dynamics in assessing global markets
Idealism
Idealism
Principles of Management Controlling
Principles of Management Controlling
simple present tense
simple present tense
Semelhante a Services Marketing Chapter 3 Plugging Into the Information Age
Design and Development of E-Commerce Web Application for Cooperative Store
Design and Development of E-Commerce Web Application for Cooperative Store
IRJET Journal
Lesson 2
Lesson 2
MsKrishnaK
Consumer Engagement with Florida Blue and Exceptional Digital Experiences
Consumer Engagement with Florida Blue and Exceptional Digital Experiences
Perficient, Inc.
in-search-of-a-better-customer-experience-042014
in-search-of-a-better-customer-experience-042014
Richard Lin
Six CPG technology trends enable digital enterprise
Six CPG technology trends enable digital enterprise
accenture
mHealth Israel_Health IT for Next Generation Care Delivery_Orna Berry, Ph.D.,...
mHealth Israel_Health IT for Next Generation Care Delivery_Orna Berry, Ph.D.,...
Levi Shapiro
Webinar: charging and billing for the digital economy
Webinar: charging and billing for the digital economy
Corine Suscens
Role of IT in business
Role of IT in business
Sikander Nazir
Charging and Billing for the Digital Economy
Charging and Billing for the Digital Economy
Openet
eAccess 12: Jean Irvine OBE
eAccess 12: Jean Irvine OBE
Headstar
Using the Cloud to Attract, Engage & Retain Your Customers
Using the Cloud to Attract, Engage & Retain Your Customers
Wainhouse Research
EFMA & HP: Evolution of the Workplace in Financial Services
EFMA & HP: Evolution of the Workplace in Financial Services
Hewlett Packard Enterprise Business Value Exchange
Broadstairs3
Broadstairs3
UwebTtowebsitekinhdo
User requirement internet marketing
User requirement internet marketing
Rohit Singh
Communicasia2015 Summary for Berca WIGO
Communicasia2015 Summary for Berca WIGO
Yan Iwan
4362ch3 Sp10
4362ch3 Sp10
University of Central Arkansas
Lead generation and data retention-What should you know as an IT manager?
Lead generation and data retention-What should you know as an IT manager?
Monomit Bhowmik
A WEB BASED TRADING PLATFORM FOR GHANAIAN UNIVERSITY PRESENTATION
A WEB BASED TRADING PLATFORM FOR GHANAIAN UNIVERSITY PRESENTATION
Curtis Bimpong Donkor
Modernization of ntuc income
Modernization of ntuc income
niz73
Client Onboarding: Effectively Managing the Client Lifecycle
Client Onboarding: Effectively Managing the Client Lifecycle
Doxim Inc.
Semelhante a Services Marketing Chapter 3 Plugging Into the Information Age
(20)
Design and Development of E-Commerce Web Application for Cooperative Store
Design and Development of E-Commerce Web Application for Cooperative Store
Lesson 2
Lesson 2
Consumer Engagement with Florida Blue and Exceptional Digital Experiences
Consumer Engagement with Florida Blue and Exceptional Digital Experiences
in-search-of-a-better-customer-experience-042014
in-search-of-a-better-customer-experience-042014
Six CPG technology trends enable digital enterprise
Six CPG technology trends enable digital enterprise
mHealth Israel_Health IT for Next Generation Care Delivery_Orna Berry, Ph.D.,...
mHealth Israel_Health IT for Next Generation Care Delivery_Orna Berry, Ph.D.,...
Webinar: charging and billing for the digital economy
Webinar: charging and billing for the digital economy
Role of IT in business
Role of IT in business
Charging and Billing for the Digital Economy
Charging and Billing for the Digital Economy
eAccess 12: Jean Irvine OBE
eAccess 12: Jean Irvine OBE
Using the Cloud to Attract, Engage & Retain Your Customers
Using the Cloud to Attract, Engage & Retain Your Customers
EFMA & HP: Evolution of the Workplace in Financial Services
EFMA & HP: Evolution of the Workplace in Financial Services
Broadstairs3
Broadstairs3
User requirement internet marketing
User requirement internet marketing
Communicasia2015 Summary for Berca WIGO
Communicasia2015 Summary for Berca WIGO
4362ch3 Sp10
4362ch3 Sp10
Lead generation and data retention-What should you know as an IT manager?
Lead generation and data retention-What should you know as an IT manager?
A WEB BASED TRADING PLATFORM FOR GHANAIAN UNIVERSITY PRESENTATION
A WEB BASED TRADING PLATFORM FOR GHANAIAN UNIVERSITY PRESENTATION
Modernization of ntuc income
Modernization of ntuc income
Client Onboarding: Effectively Managing the Client Lifecycle
Client Onboarding: Effectively Managing the Client Lifecycle
Mais de Dr. John V. Padua
PQT - Total Productive Maintenance
PQT - Total Productive Maintenance
Dr. John V. Padua
Quality Function Development
Quality Function Development
Dr. John V. Padua
Business Process Benchmarking
Business Process Benchmarking
Dr. John V. Padua
Chapter 3 Total Quality Management - Total Quality in Organizations
Chapter 3 Total Quality Management - Total Quality in Organizations
Dr. John V. Padua
Marketing Research: Research Format/Template
Marketing Research: Research Format/Template
Dr. John V. Padua
Marketing Research: Introduction to Writing and Parts of a Research
Marketing Research: Introduction to Writing and Parts of a Research
Dr. John V. Padua
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Dr. John V. Padua
Production and Quality Tools: The 7 Basic Quality Tools
Production and Quality Tools: The 7 Basic Quality Tools
Dr. John V. Padua
Chapter 1 TQM Introduction to Quality
Chapter 1 TQM Introduction to Quality
Dr. John V. Padua
Marketing Research Introduction
Marketing Research Introduction
Dr. John V. Padua
Principle Management Chapter 9 Management Information Systems
Principle Management Chapter 9 Management Information Systems
Dr. John V. Padua
Marketing Management Chapter 7 Brands
Marketing Management Chapter 7 Brands
Dr. John V. Padua
Marketing Management Products Goods and Services
Marketing Management Products Goods and Services
Dr. John V. Padua
Investment Management Mutual Funds and Its Types
Investment Management Mutual Funds and Its Types
Dr. John V. Padua
Principles of Management Chapter 6 Directing
Principles of Management Chapter 6 Directing
Dr. John V. Padua
Principles of Management Chapter 5 Staffing
Principles of Management Chapter 5 Staffing
Dr. John V. Padua
Marketing Management Positioning
Marketing Management Positioning
Dr. John V. Padua
Investment Management Stock Market
Investment Management Stock Market
Dr. John V. Padua
Investment Management Share/Stock Market
Investment Management Share/Stock Market
Dr. John V. Padua
Investment Management Risk and Return
Investment Management Risk and Return
Dr. John V. Padua
Mais de Dr. John V. Padua
(20)
PQT - Total Productive Maintenance
PQT - Total Productive Maintenance
Quality Function Development
Quality Function Development
Business Process Benchmarking
Business Process Benchmarking
Chapter 3 Total Quality Management - Total Quality in Organizations
Chapter 3 Total Quality Management - Total Quality in Organizations
Marketing Research: Research Format/Template
Marketing Research: Research Format/Template
Marketing Research: Introduction to Writing and Parts of a Research
Marketing Research: Introduction to Writing and Parts of a Research
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Production and Quality Tools: Seven Quality Tools and Introduction to Statistics
Production and Quality Tools: The 7 Basic Quality Tools
Production and Quality Tools: The 7 Basic Quality Tools
Chapter 1 TQM Introduction to Quality
Chapter 1 TQM Introduction to Quality
Marketing Research Introduction
Marketing Research Introduction
Principle Management Chapter 9 Management Information Systems
Principle Management Chapter 9 Management Information Systems
Marketing Management Chapter 7 Brands
Marketing Management Chapter 7 Brands
Marketing Management Products Goods and Services
Marketing Management Products Goods and Services
Investment Management Mutual Funds and Its Types
Investment Management Mutual Funds and Its Types
Principles of Management Chapter 6 Directing
Principles of Management Chapter 6 Directing
Principles of Management Chapter 5 Staffing
Principles of Management Chapter 5 Staffing
Marketing Management Positioning
Marketing Management Positioning
Investment Management Stock Market
Investment Management Stock Market
Investment Management Share/Stock Market
Investment Management Share/Stock Market
Investment Management Risk and Return
Investment Management Risk and Return
Último
Global Scenario On Sustainable and Resilient Coconut Industry by Dr. Jelfina...
Global Scenario On Sustainable and Resilient Coconut Industry by Dr. Jelfina...
ictsugar
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
ashishs7044
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
ashishs7044
BEST Call Girls In Greater Noida ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
BEST Call Girls In Greater Noida ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
noida100girls
Cybersecurity Awareness Training Presentation v2024.03
Cybersecurity Awareness Training Presentation v2024.03
DallasHaselhorst
Annual General Meeting Presentation Slides
Annual General Meeting Presentation Slides
KeppelCorporation
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
ashishs7044
Innovation Conference 5th March 2024.pdf
Innovation Conference 5th March 2024.pdf
richard876048
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy Verified Accounts
Call US-88OO1O2216 Call Girls In Mahipalpur Female Escort Service
Call US-88OO1O2216 Call Girls In Mahipalpur Female Escort Service
callgirls2057
/:Call Girls In Indirapuram Ghaziabad ➥9990211544 Independent Best Escorts In...
/:Call Girls In Indirapuram Ghaziabad ➥9990211544 Independent Best Escorts In...
lizamodels9
BEST Call Girls In Old Faridabad ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
BEST Call Girls In Old Faridabad ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
noida100girls
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024
Kirill Klimov
2024 Numerator Consumer Study of Cannabis Usage
2024 Numerator Consumer Study of Cannabis Usage
Neil Kimberley
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
HajeJanKamps
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
KeppelCorporation
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
pollardmorgan
Case study on tata clothing brand zudio in detail
Case study on tata clothing brand zudio in detail
Ariel592675
International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...
ssuserf63bd7
The CMO Survey - Highlights and Insights Report - Spring 2024
The CMO Survey - Highlights and Insights Report - Spring 2024
christinemoorman
Último
(20)
Global Scenario On Sustainable and Resilient Coconut Industry by Dr. Jelfina...
Global Scenario On Sustainable and Resilient Coconut Industry by Dr. Jelfina...
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
8447779800, Low rate Call girls in Kotla Mubarakpur Delhi NCR
BEST Call Girls In Greater Noida ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
BEST Call Girls In Greater Noida ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
Cybersecurity Awareness Training Presentation v2024.03
Cybersecurity Awareness Training Presentation v2024.03
Annual General Meeting Presentation Slides
Annual General Meeting Presentation Slides
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
Innovation Conference 5th March 2024.pdf
Innovation Conference 5th March 2024.pdf
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail Accounts
Call US-88OO1O2216 Call Girls In Mahipalpur Female Escort Service
Call US-88OO1O2216 Call Girls In Mahipalpur Female Escort Service
/:Call Girls In Indirapuram Ghaziabad ➥9990211544 Independent Best Escorts In...
/:Call Girls In Indirapuram Ghaziabad ➥9990211544 Independent Best Escorts In...
BEST Call Girls In Old Faridabad ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
BEST Call Girls In Old Faridabad ✨ 9773824855 ✨ Escorts Service In Delhi Ncr,
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024
2024 Numerator Consumer Study of Cannabis Usage
2024 Numerator Consumer Study of Cannabis Usage
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Pitch Deck Teardown: Geodesic.Life's $500k Pre-seed deck
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
Intro to BCG's Carbon Emissions Benchmark_vF.pdf
Case study on tata clothing brand zudio in detail
Case study on tata clothing brand zudio in detail
International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...
The CMO Survey - Highlights and Insights Report - Spring 2024
The CMO Survey - Highlights and Insights Report - Spring 2024
Services Marketing Chapter 3 Plugging Into the Information Age
1.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 1 Chapter 3 Plugging into the Information Age
2.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 2 Objectives 1. To explore the services economy and the information age 2. To show how services marketers can use information technology as an employee tool for improving customer service and increasing productivity 3. To demonstrate how services marketers can enlist information technology to empower their customers 4. To explain how information technology can help bridge the physical distance between organization and customer and enable the interactive experience
3.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 3 Objectives (cont’d) 5. To illustrate the various ways in which services marketers can employ information technology to learn more about their customers and respond to them more effectively 6. To caution service organizations regarding the negative impact of technology 7. To convey the many challenges of using technology to manage customer interfaces in service industries
4.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 4 Services and the Information Age
5.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 5 Services and the Information Age (cont’d) • Technology in the Core Service • Technology as a Supplementary Service Support Tool
6.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 6 Enabling the Interactive Experience
7.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 7 Empowering Employees Through Technology • Technology Devices • Networking
8.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 8 Empowering the Customer • Self-service machines, such as vending or automated teller machines (ATMs) • Computerized service delivery systems • Intelligent agents • Service robots
9.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 9 Curating Customer Information • Advances in information technology have allowed organizations to collect large quantities of information about customers and to create and deliver customer services hitherto unimaginable. • It has also become possible to move from mass marketing to targeting individuals.
10.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 10 Curating Customer Information (cont’d) • Customer databases require several steps: – Group customers into categories: current customers, prospective customers, and lapsed customers – Data on the recency and frequency of each customer's purchases – Data on each customer's purchases over a period of about twelve months – Data on relevant customer information that will improve the company's ability to serve customer needs (preferred sizes, birthdays, credit card numbers, etc.)
11.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 11 Curating Customer Information (cont’d) • Uses – Tracking customers' purchase patterns – Make purchase patterns easily accessible to the frontline service provider • Cautions – Services marketers need to be very cautious about privacy issues as they create and use customer databases
12.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 12 Coping with Negative Impacts of Services Technology • Technology will continue to play a critical role in service organizations’ competitive position. • Service organizations often find that they have implemented new technology systems only to discover they have made no provisions for the absence of the technology during a power failure. • Services employment levels may fall in absolute terms as technology replaces workers or reduces the need for workers.
13.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 13 Challenges of Using Technology to Manage Customer Interfaces • Weak links in technological customer interfaces • Steps for improving the technology of customer interfaces
14.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 14 Weak Links in Customer Interfaces • Automated Idiocy – The rush to automate service functions often leads to systems that automatically do stupid things. • Time Sink – New services technology can steal valuable time from the technology user. • Law of the Hammer – Based on the idea that a small child with a hammer sees everything as a nail. Technology can be used too much! – An obsession with too many “bells and whistles”
15.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 15 Weak Links in Customer Interfaces (cont’d) • Technology Lock – Technological designs persist long after their functional value is gone. • Last Inch – Many customer interface problems occur at the point of contact between the customer and the technology. • Hi-Tech Versus Hi-Touch – Customers face a confusing set of automated instructions when they really need to speak to a human being and not to a machine. Phone mail can become “phone jail.”
16.
Fisk/Grove/John-4e, Copyright ©
Cengage Learning. All rights reserved. 1 | 16 Steps for Improving the Technology of Customer Interfaces • Provide marketer input into the technology of customer interface design – The marketer can help prevent design problems • Stay customer-focused, not machine-focused – Essential to successful customer interface design • Make services technology invisible to the customer – Place technology in the background • Insist on flexible design – Insist on designs that offer employees and customers maximum flexibility
Baixar agora